Power sector reality and a way to improve service quality with community involvement.

摘要

This paper looks into a brief view on Indian power sector including recent advancements and a study on its customer services in Kerala region. The customer service quality was measured from the customer perspective. Primary data were collected by questionnaire method from three main regions like Southern, Central and Northern areas of the state. A sample of 282 results was analyzed from different category of consumers across the state for this study. Moreover many numbers of consumers were interviewed from different parts of the state based on typical questions to assess their expectations and actual services obtained. The study found that the service quality does not match with the expectations of the consumers. Based on the study author underlines, considering the peculiarity of the state, the involvement of the community can improve employee outcome and the service expectations of consumers.